Position: Senior Technical Quality Manager AGS China
Team: Active Global Support China
Location: Beijing (preferred) or Shanghai, China
About SAP Active Global Support:
• SAP AGS protects customer's investment, enables continuous improvement and drives the fast adoption of new technologies, like In Memory or Mobile Applications.
• Established in 2005, Solution Support China is playing an important role within AGS globally and has since become the fastest growing location worldwide.
• With our help, customers can manage the technical quality of their SAP solutions and adapt them to the ever changing market and business needs.
• Integrated End To End Application Lifecycle Management and RunSAP Like a Factory form the foundations for implementing and running SAP in a safe and cost-effective way. This removes the barriers to Accelerated Innovation – facilitated by SAP MaxAttention.
Short Description:
• There has been a fast growth in Premium Maintenance revenues and AGS Premium Engagements in the last three years.
• With more, larger and complex Premium Engagements coming up, we are continuously expanding the team of (Senior) Technical Quality Managers (TQM) which focus 100% on orchestrating the delivery of AGS engineering services onsite and remote.
• ba<x>sed on the specific engagement, there can be an assignment to one large Premium Engagement, or several smaller engagements.
• Next to the dedicated remote or onsite TQM work for the assigned customer, the TQMs will also support the other Premium Engagements by delivering backoffice services for the onsite TQMs (Engagement Review, Top Issue Follow-up, etc.).
• The TQMs will be a part of the AGS China Embedded Support team and report to a TQM Manager in the Account Support Team of Andreas Reuther (AGS Hub Manager North Asia).
• Candidates can be ba<x>sed in Beijing (preferred) or in Shanghai (requires frequent business trips).
Key Responsibilities:
• Create & align Service Plans for the engagement with customer and other stake holders in the areas of “Integrated E2E Application Lifecycle Management”, “Integration Validation”, “RunSAP Like a Factory”, and “Orchestrated Accelerated Innovation”.
• Drive Service Plan execution, tailor service delivery to the specific customer needs, and measure the results to demonstrate the value to customer management.
• Drive follow-up and implementation of service recommendations.
• Facilitate identification, analysis and resolution of Top Issues.
• Join Service Deliveries for their customer wherever possible.
• Create and maintain SAP-internal and customer management reporting (CRM Cases, Customer Engagement Card, Enterprise Support Report, Balanced Scorecard, etc.).
• Support other engagements by delivering regular backoffice services for other TQMs, e.g. via joining regular “Triage Meetings” as TQM on duty.
Key Requirements:
Substantial IT knowledge and knowledge of SAP products and their technology
Experience in handling critical customer situations (ideally: experience as De-Escalation Architect or Escalation Manager).
Previous delivery experience as Consultant / PM or Onsite CoE Team Lead, or Enterprise Support Advisor.
Ability to create customer-specific service plans and tailor AGS standard services ba<x>sed on an intimate understanding of the customer solution.
Excellent communication skills in both verbal and written English.
Excellent communication and presentation skills and etiquette to collaborate with senior managers at customer site, SAP Field and AGS Senior Management.
A real team pla<x>yer with initiative and 'can do' attitude who learns and adapts quickly in an international environment.
Being able to work under pressure, in critical situations and under tight deadlines.
Ability and willingness to work onsite at customers for > 100 days per year.
作者：iris.wang 在 IT 发贴, 来自【海归网】 http://www.haiguinet.com
